Question

Customer Service - chat queue questionnaire

Hello Team,

I am working with Customer Service 8.3.

I need to create a chat queue and define queue questionnaire. I am following these 2 article from the documentation:

https://community.pega.com/knowledgebase/articles/pega-customer-service/step-2-configuring-chat-and-messaging-queues

https://community.pega.com/knowledgebase/articles/pega-customer-service/step-2-configuring-chat-and-messaging-queues#Configuring_queue_questionnaire_for_chat

I can define a new queue (first article) and I can create a new flow with new questions (in the class "PegaCA-Work-ChatWithAgent-PreChatQuestions".

But in App Studio when I try to select the Queue Questionnaire from the newly created queue, I cannot see my new queue flow.

I attached a couple of screeshots where you can see the configuration.

Thanks.

***Moderator Edit-Vidyaranjan: Updated Platform Capability***

Comments

Keep up to date on this post and subscribe to comments

Pega
November 27, 2019 - 9:58pm

Hello Team, 

 

any update on this issue?

 

Cheers.

Mod
November 28, 2019 - 11:18am

Tagging @Amit_Patel in case he can help here!

Lochana | Community Moderator | Pegasystems Inc.

Pega
December 2, 2019 - 8:12am

Hello, the dropdown is populated using the report definition pxGetRulesByRecordTypeAndClassName with Declare_CAApplicationSettings.PreChatClass as the class name. This basically gets all the Flow rules that are in the class defined by the property Declare_CAApplicationSettings.PreChatClass. If you have done a new application on top of the base CS, the class may different than where you created the flow. Check the name of that class in the clipboard and copy your flow to that class. 

Amit